LM191: Customer Care Solutions Specialist Associate

FedEx Group; Cuautitlán; Presencial; MXN 167.400 - 279.000; Jornada completa

Descripción de la vacante

FedEx Group in Cuautitlán, México seeks a Quality Analyst to support call quality, tracking, monitoring, and knowledge management, while providing quality assurance, scheduling adherence, traffic management, and transaction auditing. The role develops or changes systems or processes through specialist guidance to employees, management or customers.

Requirements include a Bachelor's degree or equivalent, proficiency in English, and at least 1 year of experience.

Formación

• Bachelor's degree or equivalent required.
• Proficient in English communications.
• At least 1 year of relevant experience.

Responsabilidades

• Call Quality management and improvement.
• CC Tracking & Monitoring responsibilities.
• Close the Loop on issues and follow-ups.
• Knowledge Management input and maintenance.
• Quality Assurance & Support activities.
• Scheduling Adherence monitoring and reporting.
• Trace Quality and performance analysis.
• Traffic Management and workflow coordination.

Conocimientos

Analytical Skills

Planning & Organizing Skills

Influencing & Persuasion Skills

Problem Solving Skills

Educación

Bachelor's Degree or equivalent

Descripción del empleo

Responsibilities

• Call Quality
• CC Tracking & Monitoring
• Close the Loop
• Knowledge Management Input
• Quality Assurance & Support
• Scheduling Adherence
• Trace Quality
• Traffic Management
• Transaction Auditing (e.g. Mystery Shopper)
• VOC
• Workforce Management

Involves the application of specialist knowledge which may include providing specialist advice to employees, management or customers, managing or maintaining systems or processes or completing projects to develop or change systems or processes as appropriate.

Skills

• Analytical Skills
• Planning & Organizing Skills
• Influencing & Persuasion Skills
• Problem Solving Skills

Qualifications

• Bachelors Degree or equivalent.

Language

Proficiency in English

Experience

1 year experience